CELLPHONE INSURANCE CLAIM

IN 2021 I TOOK CELLPHONE CONTRACT AND INSURANCE, MY ACCOUNT IS UP TO DATE. THE CELLPHONE IS NOT WORKING ANYMORE AND I WENT TO THE STORE TO CLAIM FOR A NEW ONE ONLY TO BE TAKEN FROM PILLAR TO POST. THE CONSULTANT THABISO MANANA FROM MTN SANDTON TOLD ME TO PHONE THE INSURANCE MYSELF AND ALSO THAT I WILL RECEIVE AN SMS WITH AN ACCESS AMOUNT I NEED TO PAY. I SUBMITTED EVERYTHING YET EVERYTIME I DO FOLLOW UP NO ONE KNOWS WHAT HAPPENING WITH MY CLAIM. I WENT TO THEM ON THE 26/04/2023 TO THIS DAY NO HELP. WHY PAY THE INSURANCE AND NOT GET THE HELP WHEN YOU NEED IT.